Voice Quality Test
The quality of your audio channel has a direct influence on the quality of your customer conversation
Why test for Voice Quality?
Uncover your customers' true call experience
Verify voice quality for any of your customer contact numbers.
Hold your carriers to SLAs
The results allow you to make more advised call-routing and carrier-sourcing decisions.
Access objective audio quality scores
PESQ scores allow you to know for certain how voice quality is performing at any time.
Enhance customer experience
Demonstrate your commitment to CX to your customers
What is it?
The voice quality test enables you to replicate a customer’s call and generate objective industry-standard audio quality scores. With minimal setup, this test can provide a wealth of understanding about your customer’s experience, as well as the level of service being delivered by your carrier.
When is it used?
The voice quality test is used to proactively monitor the availability and quality of your global toll and toll-free numbers. It is used to gain real-time alerts on customer-impacting issues and to hold carriers to SLAs. In many cases, it is also used to demonstrate your quality standards to your customers using independent and objective measures.
What is measured?
Measure and monitor key telecommunications performance indicators, including:
- Audio quality
- Post dial delay
- DTMF (touch tone) functionality
- IVR response
- Connection success or failure
How it works
- Spearline in-country server dials your toll/toll-free contact number. We use standard phone lines with ISDN signalling to replicate your customers’ experience.
- Spearline server sends a DTMF tone which your IVR is configured to recognise (eg ‘9-8-7-5-7’)
- IVR connects the test call to a pre-loaded audio (WAV) file. The WAV file is played back over the line, recorded on the Spearline server and then analyzed to generate an audio quality score.
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